ITIL® Service Capability Operational Support and Analysis

Effectively plan and implement processes with ITIL® Service Capability- Operational Support and Analysis

ABOUT THE PROGRAM

ITIL ® Service Capability- Operational Support and Analysis course is one of the qualifications in the ITIL ® Service Capability stream and focus on the practical application of Operational Support and Analysis. This training enables access, event, incident and management within the organisation.

  • ITIL ® Service Capability- Operational Support and Analysis course is accredited by PeopleCert

  • 24*7 availability of help and support team to handle the queries of the delegates

  • We ensure the best quality of training with updates study material

  • Our courses are delivered by highly qualifies and trained instructors

WHAT'S INCLUDED ?

Find out what's included in the training programme.

Includes

Exam(s) included

Exams are provided, as part of the course. Obtaining certification is dependant on passing these exams

Includes

Certificate

Delegates will get certification of completion at the end of the course.

Includes

Key Learning Points

Clear and concise objectives to guide delegates through the course.

Includes

Tutor Support

A dedicated tutor will be at your disposal throughout the training to guide you through any issues.

PREREQUISITES

The professionals who want to attend this course must be ITIL ® Foundation holder.

TARGET AUDIENCE

ITIL ® Service Capability- Operational Support and Analysis course is best suited for the following audience:

  • Application Support
  • Problem Manager
  • Network Support
  • Database Administrator
  • Network control and operation
  • Availability Manager
  • Configuration Manager
  • System Software
  • IT Operations Manager

WHAT WILL YOU LEARN?

  • Learn how ITIL ® Operational Support and Analysis phase interacts with other phases of service lifecycle
  • Understand the importance of ITIL ® Operational Support and Analysis for quality services
  • Discover the metrics to measure the performance of this phase
  • Get to know about the various functions and methods that are used in operational support and analysis

Enquire Program

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PROGRAM OVERVIEW

ITIL® Service Capability- Operational Support and Analysis course provide delegates with the knowledge on practical aspects of the service lifecycle and processes related to it. Our instructor will help the delegates in operational-level process activities that are processed within the organisation.

 

Exam

ITIL® Service Capability- Operational Support and Analysis course will have the following exam pattern:

  • 8 Multiple Choice Questions
  • 70 percent marks are needed to clear the exam
  • Exam Duration- 90 minutes

 

*After completing 4 days of classroom training and successfully passing your Foundation Exam, the fifth day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your Practitioner exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready 

PROGRAM CONTENT

Introduction: Service Operation Practices

    • Service Operations Overview
    • Scope of Operational Support and Analysis Processes as well as functions
    • Business Value of OSA
    • Optimize the performance
    • How Operational Support and analysis activities support the Service Lifecycle

Introduction: Event Management Process

    • Scope and Objectives
    • Business Value
    • Basic Concepts and Terminologies
    • Methods and Techniques of the process
    • Inputs, and Outputs
    • CSFs and KPIs
    • Information Management within the Event Management Process
    • Risks and Challenges in process

Introduction: Incident Management Process

    • Scope and Objectives
    • Business Value
    • Basic Concepts and Terminologies
    • Methods and Techniques of the process
    • Inputs, and Outputs
    • CSFs and KPIs
    • Information Management within the Incident Management Process
    • Risks and Challenges in process

Introduction: Problem Management Process

    • Scope and Objectives
    • Business Value
    • Basic Concepts and Terminologies
    • Methods and Techniques of the process
    • Inputs, and Outputs
    • CSFs and KPIs
    • Information Management within the Problem Management Process
    • Risks and Challenges

Introduction: Request Fulfillment Process

    • Scope and Objectives
    • Business Value
    • Basic Concepts and Terminologies
    • Methods and Techniques of the process
    • Inputs, and Outputs
    • CSFs and KPIs
    • Information Management within the Request Fulfillment Process
    • Challenges and Risks in the process

Introduction: Access Management Process

    • Scope and Objectives
    • Business Value
    • Basic Concepts and Terminologies
    • Methods and Techniques of the process
    • Inputs, and Outputs
    • CSFs and KPIs
    • Information Management within the Access Management Process
    • Risks and Challenges in the process

Introduction: Functions of Service Desk

    • Role of Service Desk
    • Objectives of service desk
    • Different Service Desk Structures of the Organization
    • Considerations for Service Desk Staffing
    • Measure Service Desk performance
    • Issues and Safeguards to Consider When Outsourcing the Service Desk

Introduction: Standard Operational Support and Analysis Functions

    • Role, Responsibilities, Objectives, and Activities of Technical Management, IT Operations Management, and Applications Management Functions

Introduction: Improving Operational Support and Analysis

    • Relationship between Business Goals and Metrics for Measuring Operational Performance
    • Framework for measuring service and process
    • Rules and Policies to create a Successful Reporting Framework
    • How Operational Support and Analysis Practices Support CSI

Introduction: Technology and Implementation Considerations

    • Requirements for Generic Technology
    • Evaluation Criteria for Technology and Tools for Process Implementation
    • Project, Risk, and Staffing Practices for Process Implementation
    • Challenges, Risks, and CSFs for Implementing Practices and Processes
    • Plan and Implement Service Management Technologies

ITIL® Service Capability - Operational Support and Analysis Enquiry

 

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Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Slough

Slough is a large town in the area of Berkshire, England. It is the junction point for many other towns. It gives an easy access to various directions and cut short time for many hours. It makes a piece of cake for travellers to reach from one end to another end. Due to M4, M40, and M25, it has the route to the rest of the United Kingdom. We can reach to London and Thames valley via Slough. The earlier Western Mainline which historically belonged to Buckinghamshire under demographic changes comes under slough region. There is an introduction of Elizabeth line which provides a fast journey to the travellers. It will cut the duration of the journey by a quarter of the time. As per 2016 census, the population of the town is 1 lakh 61 thousand.

Since the 19th century, there has been a large migration of the Labour in the town which ultimately facilitate the trade here and thus it leads to lessening unemployment. This workforce also plays a crucial role in becoming the major trading Centre. It has also very less unemployed rate. After the London, the slough is considered to be the most favoured destination for the corporate world. South town F.C is the famous football club of this region. According to 2011 census, there was drastically change in the demography of the area. It is considered to be the most diverse as far as ethnicity is to be concerned. All the major companies’ offices such as Blackberry, McAfee, Burger King, LEGO and much more have their head offices in the city. Every year thousands of jobs have been provided by the Trading Estate business. Slough per capita income is also high.

History

Starting from the origin of the name, it comes from the soil. It was first used in the late 11th century. During the 13th century, the king lived in Chippenham palace. In the 13th century, the upper portion of Court was built. The sacred St Mary the Virgin church, has been under renovation several times in the past. There was an immediate railway started for the convenience of Queen from Slough railway station to Windsor. During the First World War, a largely unused, as well as agricultural land, was used as a depot to repair army vehicles in short period time. During Second World War, major air strikes happened to destroy the linkage between the towns. The hearth of the slough is the biggest ever development plan for the 21st century. Slough has hundreds of buildings which have some historical importance.

Geography and Climate

The ancient part of the Buckinghamshire is known as slough. It got expanded and developed by the nearby villages of the Great West road. The London Heathrow airport gives update information from time to time regarding change of prevailing weather condition. The part of Thames valley experiences high temperature. In contrast to this, the rainfall is comparatively low to 600mm annually. It gives updated information on the prevailing weather condition to local people.

Demography

During the 1930s, it became a safe haven for most of the unemployed youth of the nearby region. They came here looking for jobs and this town gave them the respective opportunity. As per 2011 census, 45% population are white.  A large part of immigrants of various countries is as follow India 11,544, Pakistan 11,244 and Poland with 8,341 and a few more to follow.

Transport

It is very near to London and also has a large network of the roads throughout the city. One can go to different 5 directions at the same time from one point. It is also well connected with the railway. A route was constructed for cyclists too.

Overview of ITIL® 2011 Edition

Information Techno...